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The corporate Web site is an indispensable part of any e-commerce venture. If users find it difficult to do electronic transactions, they will visit another online source, or go to a physical source instead. Evaluating the performance of e-commerce Web sites has received some attention in the past few years, but there is still a pressing need for a more comprehensive approach. This paper attempts to address this need by providing an e-commerce Web site evaluation framework and method built on solid business principles, and using multidimensional scaling to analyse evaluation data and present the results in a graphic manner for easy interpretation. [ABSTRACT FROM AUTHOR]

Churn management is a fundamental concern for businesses and the emergence of the digital economy has made the problem even more acute. Companies' initiatives to handle churn and customers' profitability issues have been directed to more customer-oriented strategies. In this paper, we present a customer relationship management framework based on the integration of the electronic channel. This framework is constituted of four tools that should provide an appropriate collection, treatment and analysis of data. From this perspective, we pay special attention to some of the latest data mining developments which, we believe, are destined to play a central role in churn management. Relying on sensitivity analysis, we propose an analysis framework able to prefigure the possible impact induced by the ongoing data mining enhancements on churn management and on the decision-making process. [ABSTRACT FROM AUTHOR]

Power has become an important contextual factor in electronic commerce adoption. Persuading trading partners can mean using persuasive power. Hence, the way power is used to influence trading partners will determine the extent to which trust is encouraged during the adoption and integration process. The purpose of this paper is to focus on the impact of power in EDI adoption. The findings of a case study within an automotive manufacturer indicate that negative (coercive) power left smaller suppliers in a situation of uncertainty, and even conflict, whereas positive (persuasive) power resulted in open communications between smaller suppliers and their buyers, thus building trading partner trust and long-term trading relationships. [ABSTRACT FROM AUTHOR]

Discusses the issue of business-to-business e-commerce implementation and the factors affecting it, considering the appropriateness of the various theories which underpin research into systems implementation (primarily diffusion of innovation and traditional change management theory). Describes the results of a case study of BHP Steel, the largest steel producer and one of the largest companies in Australia, which is a leader in e-commerce implementation. The results suggest that, over time, the driving force for e-commerce changed significantly. From an initial push to improve current business processes by adopting EDI to achieve savings and improve efficiency, the company came to be driven by a desire for greater supplier involvement and customer service in later implementations. Discusses the ways in which BHP Steel's e-commerce innovations have changed and suggests that, in addition to considering the characteristics of the innovation process, other more contextual aspects of implementation (such as the social system in which the innovation evolves and the timing of the innovation's introduction) be considered in an inter-organizational context. [ABSTRACT FROM AUTHOR]